Implementing the Baldrige Performance Excellence Framework
Product Portfolio Approach
Baldrige provides a framework to improve your organization’s performance and get sustainable results.
The term “Performance Excellence” refers to an integrated approach to organizational performance management
Baldrige helps organizations address a dynamic environment, focus on strategy-driven performance, achieve customer and workforce engagement, and improve governance and ethics, societal responsibilities, competitiveness, and long-term organizational sustainability. It offers you a comprehensive management approach that focuses on results in all areas, organizational and personal learning, and knowledge sharing.
Customer ValueEmployee ValueShareholder ValueSocial ValueOperational ValueStrategic ValueFunctional ValueProcess ValuePeople Value
Customer Value
Create customer value by listening to your customers:
- Leverage direct and unfiltered customer insights, through continuous customer touchpoints.
- Engage internal customers and cross-functional team members for assessing the effectiveness of core functions
- Conduct ‘Voice of Customer’ surveys through your customer focus groups, including different customer segments
- Analyse customer sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through which you can have an ongoing dialogue with all your customer segments.
Employee Value
Create employee value by listening to your employees, giving them a voice, and engaging them deeper in areas where they want to contribute:
- Leverage direct and unfiltered employee insights, through continuous employee touchpoints.
- Engage internal employees and cross-functional team members for assessing the effectiveness of core functions
- Conduct ‘Voice of Employee’ surveys across geographic regions, business units, and management levels
- Analyse employee sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through which you can have an ongoing dialogue with key employee groups.
Shareholder Value
Create shareholder value by listening to your shareholders and addressing their priorities:
- Leverage direct and unfiltered shareholder insights, through continuous shareholder touchpoints.
- Engage stakeholder focus groups in order to understand their expectations and capture their suggestions
- Conduct customised ‘Voice of Shareholder’ surveys engaging both retail and institutional shareholders
- Analyse shareholder sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through which you can have an ongoing dialogue with key shareholder groups.
Social Value
Create social value by listening to your stakeholders:
- Leverage direct and unfiltered community insights, through continuous stakeholder touchpoints.
- Focus on Environment, Health & Safety (EHS) by engaging key EHS stakeholders on an ongoing dialogue
- Conduct ‘Voice of Stakeholder’ surveys through your stakeholder focus groups, including different stakeholder segments
- Analyse stakeholder sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through with you can have an ongoing dialogue with key stakeholder groups.
Operational Value
Create operational value by listening to your employees and customers, and innovating continuously:
- Leverage direct and unfiltered customer insights, through continuous customer touchpoints.
- Engage internal customers and cross-functional team members for assessing the effectiveness of core processes
- Conduct ‘Operations’ surveys for the core operations function, in order to gain unfiltered grass-roots intelligence on compliance
- Analyse employee and stakeholder sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through which you can have an ongoing dialogue key process stakeholders.
Strategic Value
Create strategic value by listening to your customers, employees, and partners on critical strategic issues:
- Leverage direct and unfiltered customer insights, through continuous customer touchpoints.
- Engage internal customers and cross-functional team members for assessing the effectiveness of strategic planning
- Conduct ‘Voice of Customer’ surveys through your customer focus groups, including different customer segments
- Analyse customer sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through with you can have an ongoing dialogue with key stakeholders.
Functional Value
Create functional value by listening to your employees within each core function:
- Leverage direct and unfiltered employee insights, through continuous employee touchpoints.
- Engage internal functional employees and cross-functional team members for assessing the effectiveness of core functions such as Finance, Marketing, Sales, Operations, Strategy, HR, IT, and Customer Service
- Conduct ‘Process Management’ surveys to uncover hidden risks within core processes supporting internal functions
- Analyse employee sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through which you can have an ongoing dialogue with all your employees, from executive management to the front-lines.
Process Value
Create process value by listening to your customers, and improving core business processes from an outside-in perspective:
- Leverage direct and unfiltered customer insights, through continuous customer touchpoints.
- Engage internal customers and cross-functional team members for assessing the effectiveness of internal processes
- Conduct ‘Voice of Customer’ surveys through your customer focus groups, including different customer segments
- Analyse customer sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through with you can have an ongoing dialogue with all your customer segments.
People Value
Create people value by facilitating LIVE 360° feedback for each employee from his/her supervisors, co-workers, and subordinates:
- Help employees leverage direct and unfiltered feedback and insights from co-workers, through continuous and LIVE feedback
- Engage internal and cross-functional team members for assessing the effectiveness of employees
- Help employees develop a personalised action plan addressing their individual development areas
- Enable employees to analyse co-worker sentiment and emotions with real-time cognitive analytics through IBM Watson
- Leverage a closed-loop feedback system, through which employees can have an ongoing dialogue with their co-workers, superiors, and subordinates regarding personal growth and development.
Organizational Benefits from LIVE 360°
Organizational Health Surveys
Stakeholder EngagementCollaborative InnovationInternal AlignmentRisk ControlSense & RespondDecision-Support360° Situational AwarenessGPS Navigation SystemCustomer-Centricity
360° LIVE Stakeholder Engagement
Imagine if you could focus on projects, internal functions, processes, or people… and engage all key stakeholders on all critical issues in real-time. With Performax360, you can.
Capture objective and unbiased feedback on these issues from people whose opinions count… and innovative ideas for action on identified strengths and weaknesses. Analyse their feedback for positive and negative sentiment leveraging IBM Watson.
Engage both internal and external subject matter experts, as needed, to provide additional validation on action plans. Monitor action plan implementation progress in near real-time, through mobile performance alerts.
Collaborative Innovation
Imagine giving your employees, customers, partners, and key stakeholders a real voice on new products, features, markets, processes, of just out-of-the-box thinking. Organisations and teams often fall into the trap of over-confidence.
What if the most important idea is the one that you done have? Perhaps someone in your team or your organization has it. Or perhaps a customer or business partner has it… Performax360 provides a powerful mechanism and process so that decision-makers get to see these ideas surface as they happen, so that they can act on them quickly.
Internal Alignment
Enhanced employee engagement results in greater alignment and coordination both within teams and cross-functionally.
Performax360 engages internal subject matter experts and relevant team members under one roof, as it were, and fosters a collegiate environment where cross-functional team members feel motivated to share their ideas, problems, and recommendations.
Risk Control
Bad news doesn’t travel upwards, as the saying goes… there might be some truth to it. Equipped with 360° LIVE ongoing feedback from a distributed workforce, customer focus groups, and external partners, you can identify hidden risks that might have surfaced much later.
Anticipate risk elements, compliance issues, or other forms of operational risk through advanced risk analytics, and anonymous feedback from internal and external stakeholders.
Directly identify critical issues on which certain stakeholder groups have expressed a negative sentiment, and pin-point issues that are predicted to decline in their effectiveness ratings… this knowledge will help you focus resources on risk mitigation efforts.
Sense & Respond
We are in the age of hyper-connectivity… which calls for hyper-awareness to gain and maintain competitive advantage. Hyper-awareness involves having a 360° real-time view of what’s going on, including cognitive insights on stakeholder sentiment and emotions on all critical issues.
The ability to monitor the pulse of the organization, internal functions, and projects from the perspective of key stakeholders, is the need of the hour. This helps teams with critical insights for course-correction as well as validation for existing strategies and plans.
Performax360 helps organisations ‘sense and respond’ to internal and external issues by leveraging collective intelligence and actionable insights.
Decision-Support
Whether you’re making a strategic or tactical decision, and whether it relates to internal operations or external market conditions, you need the best possible quality of data-driven insights, analytics, business intelligence, and expert opinion to help you with those decisions.
Once the decisions are made and actions implemented, you need a closed-loop mechanism that informs you of how effective they have been. Looking at the KPI results provides you with valuable but incomplete information on organizational effectiveness. Add color to your understanding with 360° LIVE stakeholder intelligence.
Broaden your lens and leverage more detailed and more accurate data, information, analytics, and insights for every decision you make regarding projects, processes, internal functions, and business units.
360° Situational Awareness
Every organization is unique in terms of culture, strategy, industry, goals and challenges. So are internal functions, processes, projects, and people within it. Therefore an intelligent enterprise performance management solution must maximise situational awareness by:
- Identifying critical issues dynamically over-time
- Gathering accurate real-time data on current state
- Evaluating organizational effectiveness on those critical issues
- Performing predictive analytics
- Diagnosing strengths and weaknesses
- Engaging internal and external stakeholders and subject matter experts in ongoing collaboration
- Facilitating innovation in high-impact areas
- Uncovering hidden insights and opportunities
- Recommending or prescribe actions that maximise long-term returns
- Supporting the organization in gaining competitive advantage
GPS Navigation System
Organisations are living and breathing eco-systems comprised of people, processes and relationships. In today’s dynamic and complex business environment, wouldn’t it be great to have something like a GPS navigation system that provides accurate 360° LIVE business intelligence on all critical issues from all key stakeholders in near real-time?
Although a GPS navigation system is not required to drive a car or walk on the streets, but it sure is helpful, and may be mission critical. For a GPS system to get an accurate picture of your location, it requires four different satellites.
For CXOs to get an accurate picture of stakeholder sentiment, they need 360° anonymous feedback from their internal team members, cross-functional employees, internal employees, external employees, and other key stakeholders.
Customer-Centricity
According to Harvard Business Review, only 10% of your unhappy customers will ever bother to complain! Customer-centric organizations must proactively reach out to customers and make it easy for them to share their opinions on the quality of customer touchpoints and the customer experience.
Engage members of your customer focus groups to provide LIVE 360° feedback on customer touchpoints and ideas for action on product/service improvements. Get them involved. Make it worth their time by rewarding their honest feedback and contributions with some freebies or gifts. But most importantly, leverage a closed-loop system that informs your customers of actions taken directly as a results of their recommendations and participation.
Key Features of Performax360, relevant to
Organizational Health
CONTINUOUS TOUCHPOINTS
In-Context Collaboration
Artificial Intelligence
SaaS & On-Premise
Data Privacy
IBM Watson
Project Management
Performance Alerts
BEST PRACTICES KNOWLEDGEBASE
Continuous 360° Touchpoints
Performax360 ensures continuous touchpoints with key stakeholder groups on critical issues relevant to projects, initiatives, internal functions, and processes.
By capturing real-time qualitative and quantitative feedback from key stakeholder groups such as employees, customers, partners, or community members, Performax360 supports you with 360° LIVE business intelligence.
Your stakeholders may use the Performax360 web app, IOS app, or Android app to submit their feedback anytime, from anywhere, on any device. This makes it easy for them to share their observations, comments, and ideas for action on critical issues.
In-Context Collaboration
In the age of big-data, we have access to too much information, but not necessarily the right information. For decision-making purposes, we need access to ‘high-fidelity’ business intelligence on critical success factors and key issues relevant to projects, initiatives, functions, and processes.
We call it ‘contextual intelligence’, which is business intelligence specifically collected on critical organizational issues, from all key stakeholders, in real-time. Performax360 thus leverages core decision-support intelligence, powered by sentiment and emotion analysis by IBM Watson cognitive analytics.
When stakeholders provide their feedback on contextually relevant issues, they can collaborate through the collaboration hub – real-time and asynchronous chatrooms specific to each critical issue.
Artificial Intelligence
Performax360 utilizes various proprietary AI algorithms and technologies to uncover hidden patterns in data. These include:
- Multi-Objective Genetic Algorithm (MOGA) optimisation stochastic search algorithm based on mechanisms of natural selection. The Pareto frontier represents the set of non-dominated Stakeholder Sentiment ratings, related to KPI attainment.
- Multi-class Support Vector Machine (SVM) to find the optimal separating hyperplanes between critical issues being evaluated
- Principal Component Analysis (PCA) identifies principal component groupings for critical issues which reduces the dimensionality of data through an orthogonal transformation
- Sentiment Analysis with IBM Watson Deep Learning (DL)
- Neural Network Forecasting (NNF) leveraging the Levenberg-Marquardt training algorithm
- Adaptive Neuro-Fuzzy Inference System (ANFIS), Sugeno-type, whose membership function parameters have been tuned using neuro-adaptive learning methods
- Context-Aware Intelligent Recommendation System (CAIRS) leveraging adaptive deterministic feedback
- Value at Risk (VaR) analysis leveraging non-parametric historical simulation algorithm at the 95% significance level.
SaaS and On-premise Versions
Performax360 is a Cloud-based Software as a Service (SaaS) platform that can be deployed based on four different hosting options:
- Public Cloud: Hosted in Microsoft Azure Cloud with high-grade data security and SSL, as a multi-tenant deployment
- Private Cloud (managed by Performax): Hosted in Microsoft Azure Cloud with high-grade data security and SSL, as a single-tenant deployment
- Private Cloud (managed by client): Hosted in any cloud service provider, as a single or multi-tenant deployment
- On-premise deployment: Hosted in the client’s own server, and behind the firewall. This option involves additional deployment costs and technical support fees.
US-EU Privacy Shield Compliance
The EU-U.S. and Swiss-U.S. Privacy Shield Frameworks were designed by the U.S. Department of Commerce, and the European Commission and Swiss Administration, respectively, to provide companies on both sides of the Atlantic with a mechanism to comply with data protection requirements when transferring personal data from the European Union and Switzerland to the United States in support of transatlantic commerce. On July 12, 2016, the European Commission deemed the EU-U.S. Privacy Shield Framework adequate to enable data transfers under EU law (see the adequacy determination). The Privacy Shield program, which is administered by the International Trade Administration (ITA) within the U.S. Department of Commerce, enables U.S.-based organizations to join one or both of the Privacy Shield Frameworks in order to benefit from the adequacy determinations.
IBM Watson Natural Language Understanding
Performax Inc. has partnered with IBM to leverage IBM Watson Natural Language Understanding Cognitive Analytics engine for stakeholder sentiment and emotion analysis in real-time.
Uncover insights from structured and unstructured data: analyze text to extract meta-data from content such as concepts, entities, keywords, categories, relations and semantic roles.
Understand stakeholder sentiment and emotion: returns both overall sentiment and emotion for a document, and targeted sentiment and emotion towards keywords in the text for deeper analysis.
Project Management for Action Plan Implementation
Since Performax360 is a LIVE ongoing stakeholder engagement platform, stakeholders may submit ‘Ideas for Action (IFAs)’ anytime from anywhere.
IFAs are dynamically reviewed, shortlisted, and submitted for approval by members of the Expert Panel for Action Planning.
The Executive Sponsor/CXO approves the action plan, allocates required resources for project implementation, assigns accountability, and monitors the action plan implementation progress through the Implementation Dashboard.
Real-time Performance Alerts
Organisations operate within a complex set of processes, policies, business rules, strategies, and practices. As such, it is imperative to keep team members on the same page, whether it is a project, process, function, or business unit that needs to be optimized.
Performax360 not only provides you with access to issue-specific stakeholder intelligence in real-time, and advanced analytics on the feedback collected, it constantly monitors your organisation’s performance environment, to pro-actively inform you of positive or negative performance alerts through our mobile app, right on your phone.
Configure the performance alerts as you prefer, in terms of topic, frequency, and parameter thresholds, so that you receive the right type of performance alerts, which come with drill-down capabilities for additional performance details, and enables you to take action instantly.
Access the World’s Largest Best Practices Knowledgebase
Our proprietary best practices knowledgebase includes 30,000+ Critical Issues of Critical Success Factors (CSFs); 60,000+ Key Performance Indicators (KPIs); 1,000+ Key Result Areas (KRAs), and over 1,000,000 Ideas for Action (IFAs) across 35 industry verticals, and 34 business components.
When you purchase an assessment such as a Climate Survey, you get access to pre-packaged best practices assessment templates and related best practices knowledgebase, to support the identification of critical issues, KPIs, and action plans.
How we Support the Organizational Health Assessments
e-Learning
On-boarding
Events
Whitepapers
Jumpstart Implementation
Lifecycle Management
Advisory Services
Expert Connect
Free Consultatione-Learning
Out Learning Center offers free bite-sized video tutorials for all user roles. Additionally, you can view product brochures and white papers on specific areas.
User On-boarding
Although Performax360 is user-friendly and highly intuitive, users often require some hand-holding to get started.
In the learning center, there are user role-specific video tutorials that serve as on-boarding support tools. User documentation are also available that provide step-by step guidance.
For customers that purchase the Enterprise Package, we offer LIVE webinar-based training and on-boarding support services.
Events
Access pre-recorded or LIVE webinars, through which you’ll learn:
- Our unique value proposition
- Features and functionalities
- 3-step digital engagement process
- How to get started with the 3-day free trial
- How to leverage ExpertConnect
Whitepapers
Access our white papers on topics relevant to organizational performance improvement:
- Employee Engagement
- Customer Engagement
- Cognitive Business
- Artificial Intelligence for EPM
Jumpstart Implementation
Jumpstart Implementation is a 12-week (short-term) service that is additionally chargeable, and offers customers with the following benefits:
- Support with set-up and configuration
- LIVE webinar-based training and on-boarding support for user groups
- Administrative support in terms of sending reminders to Assessors and other users
- Assessment results interpretation support
Lifecycle Management
Lifecycle Management is a long-term support service that continues throughout the assessment subscription period, is additionally chargeable, and offers customers with the following benefits:
- Support with set-up and configuration
- LIVE webinar-based training and on-boarding support for user groups
- Administrative support in terms of sending reminders to Assessors and other users
- Assessment results interpretation support
Advisory Services
We offer tailored consulting and advisory services in the following areas:
- STAKEHOLDER ENGAGEMENT: Increasing employee and customer engagement through continuous touchpoints
- ANALYTICS & INSIGHTS: leveraging IBM Watson Cognitive Analytics for deeper operational insights
- PERFORMANCE MANAGEMENT: complementing existing BI/EPM systems with 360° stakeholder intelligence
- RISK MANAGEMENT: proactively identifying and managing hidden operational risks
ExpertConnect
ExpertConnect is a network of senior independent external consultants who have partnered with Performax Inc. to serve corporate clients who require their expertise within specific domains and specialisations.
Domains of expertise represented include: Financial Management, Sales Effectiveness, Strategic Marketing, Operational Excellence, Quality Management, Business Process Management, Internal Audit & Control, Legal and Regulatory Compliance, Strategy & Planning, Supply Chain Management, Corporate Governance, Environmental Management, Risk Management and Control, Service Design, Customer Service, and many more.
Free Consultation
If you have any questions or queries, and would like to have a free consultation, please click on the link below to schedule a 15:00 min consulting session.
Typically, we discuss issues around features and benefits, pricing packages, customisation options, and other unique questions.
40 Critical Issues
included in the Organizational Health Survey best practices knowledgebase
2 hours
of free online web-based training for all user roles
24/7 Support
Got any issues? Get in touch!
100+ Ideas for Action
included in the Organizational Health Survey best practices knowledgebase
$1,000/month
The Professional package includes 25 users, unlimited reports, access to best practices, and basic analytics features
60+ Features
to support client unique requirements
Sample ‘Critical Issues’ for Organizational Health Surveys, drawn from the Best Practices Knowledgebase
